Job Description

Location: Head Office
Positions: 1 | Grade: OG-I
Department: Customer Experience

About the Role:

Mobilink Microfinance Bank Ltd. (MMBL) is seeking an AM Quality Assurance & Reporting – Call Centers professional to drive AI-enabled excellence in customer experience. This role blends traditional QA oversight with cutting-edge Agentic AI, autonomous workflows, and LLM orchestration.

You will:

Oversee QA governance across outsourced call center partners.
Ensure compliance with QA frameworks, SOPs, and scripts.
Lead calibration sessions and standardize quality benchmarks.
Analyze service levels, complaint handling quality, and customer experience metrics.
Collaborate with Operations, CX, and Vendor Management to close performance gaps.
Present performance reviews to senior management and drive process automation initiatives.

What We’re Looking For:

Experience: 3–4 years in QA, call center operations, or AI-driven reporting.
Expertise: Agentic AI frameworks, autonomous systems, ML, QA monitoring, and performance scorecards.
Skills: Strong analytical mindset, structured problem-solving, excellent communication, and ownership.
Education: Bachelor’s degree from a reputable institution.

Why MMBL?

MMBL serves over 48 million registered users in Pakistan, blending microfinance with digital banking innovation. With 114 branches, 270,000 branchless agents, and a robust USSD-based channel, we are driving financial inclusion at scale.

Joining MMBL means contributing to meaningful AI-driven transformation initiatives and empowering millions of customers while being part of a collaborative, forward-thinking team.